atg.svc.agent.ticketing
Class TicketingTools

java.lang.Object
  atg.nucleus.logging.VariableArgumentApplicationLoggingImpl
      atg.nucleus.GenericService
          atg.svc.agent.ticketing.TicketingTools

All Implemented Interfaces:

atg.naming.NameContextBindingListener, atg.naming.NameContextElement, atg.naming.NameResolver, atg.nucleus.AdminableService, atg.nucleus.logging.ApplicationLogging, atg.nucleus.logging.ApplicationLoggingSender, atg.nucleus.logging.TraceApplicationLogging, atg.nucleus.logging.VariableArgumentApplicationLogging, atg.nucleus.naming.ComponentNameResolver, atg.nucleus.Service, atg.nucleus.ServiceListener, java.util.EventListener

public class TicketingTools
extends atg.nucleus.GenericService

This component contains a base set of API for dealing with tickets in the Service application.

Field Summary

static java.lang.String	CLASS_VERSION
protected EnvironmentTools	mEnvironmentTools
protected FrameworkProfileService	mProfileService
protected atg.ticketing.TicketingManager	mTicketingManager
protected java.util.ResourceBundle	sTicketingResourceBundle
protected static java.lang.String	TICKETINGRESOURCES Resources file

Fields inherited from class atg.nucleus.GenericService

SERVICE_INFO_KEY

Fields inherited from interface atg.nucleus.logging.TraceApplicationLogging

DEFAULT_LOG_TRACE_STATUS

Fields inherited from interface atg.nucleus.logging.ApplicationLogging

DEFAULT_LOG_DEBUG_STATUS, DEFAULT_LOG_ERROR_STATUS, DEFAULT_LOG_INFO_STATUS, DEFAULT_LOG_WARNING_STATUS

Constructor Summary

TicketingTools()

Method Summary

boolean	addActivityNote(atg.repository.RepositoryItem pTicket, atg.repository.RepositoryItem pActivity, java.lang.String pTicketNote, java.lang.String pApplicationName, atg.repository.RepositoryItem pAgentProfile, boolean pShare, boolean pInbound) Either sets the work note properties of the given activity or creates a new callNoteActivity and adds it to the ticket.
atg.repository.RepositoryItem	addWorkNote(atg.repository.RepositoryItem pTicket, java.lang.String pTicketNote, java.lang.String pApplicationName, atg.repository.RepositoryItem pAgentProfile, boolean pShare) Adds a work note to the ticket.
atg.repository.RepositoryItem	close(atg.repository.RepositoryItem pTicket, atg.repository.RepositoryItem pAgentProfile, java.lang.String pApplicationName, java.lang.String pReasonCode, java.lang.String pSubStatus) Closes a ticket.
atg.repository.RepositoryItem	defer(atg.repository.RepositoryItem pTicket, atg.repository.RepositoryItem pAgentProfile, java.lang.String pApplicationName, java.util.Date pDate, boolean pRetainOwnership, java.lang.String pReasonCode) Defers a ticket.
atg.repository.RepositoryItem	escalate(atg.repository.RepositoryItem pTicket, atg.repository.RepositoryItem pAgentProfile, java.lang.String pApplicationName, java.lang.String pEscalationLevel, java.lang.String pReasonCode) Escalates a ticket to the given level and sends the escalate ticket event.
java.util.List	getAllAgents() Returns all agents in the repository sorted by login name
EnvironmentTools	getEnvironmentTools()
int	getNextHigherEscalationLevel(atg.repository.RepositoryItem pTicket) Returns the next escalation level for the ticket
int	getNextHigherEscalationLevelForCurrentTicket() Returns the next escalation level for the environment's current ticket
atg.repository.RepositoryItem	getNextPushedTicket(java.lang.String pApplicationName, atg.repository.RepositoryItem pAgentProfile) Returns the next ticket from the agent's queue if they are push agent.
FrameworkProfileService	getProfileService()
atg.ticketing.TicketingManager	getTicketingManager()
java.util.List	getTicketQueues() Creates a list of ticket queues
atg.repository.RepositoryItem	reassign(atg.repository.RepositoryItem pTicket, atg.repository.RepositoryItem pAgentProfile, java.lang.String pAssigneeProfileId, java.lang.String pApplicationName, java.lang.String pReasonCode) Assigns the ticket to a different agent.
atg.repository.RepositoryItem	release(atg.repository.RepositoryItem pTicket, atg.repository.RepositoryItem pAgentProfile, java.lang.String pApplicationName, java.lang.String pReasonCode, boolean pForced) Releases the current ticket
atg.repository.RepositoryItem	sendToGroup(atg.repository.RepositoryItem pTicket, java.lang.String pGroup, atg.repository.RepositoryItem pAgentProfile, java.lang.String pApplicationName, java.lang.String pReasonCode) Reassigns the ticket to a specific group (ticket queue)
void	setEnvironmentTools(EnvironmentTools pEnvironmentTools)
void	setProfileService(FrameworkProfileService pProfileService)
void	setTicketingManager(atg.ticketing.TicketingManager pTicketingManager)
void	updateRecentTickets(java.lang.String ticketId, atg.svc.repository.beans.RecentTicketsType type) Updates the the recent ticket service with the given ticket
void	workTicket(atg.repository.RepositoryItem pTicket, java.lang.String pApplicationName, atg.repository.RepositoryItem pAgentProfile) Reopens and either claims or unsuspends a ticket for an agent to "work" on it.

Methods inherited from class atg.nucleus.GenericService

addLogListener, createAdminServlet, doStartService, doStopService, getAbsoluteName, getAdminServlet, getAdminServletOutputStreamEncoding, getLoggingForVlogging, getLogListenerCount, getLogListeners, getName, getNameContext, getNucleus, getRoot, getServiceConfiguration, getServiceInfo, isAdminServletUseServletOutputStream, isLoggingDebug, isLoggingError, isLoggingInfo, isLoggingTrace, isLoggingWarning, isRunning, logDebug, logDebug, logDebug, logError, logError, logError, logInfo, logInfo, logInfo, logTrace, logTrace, logTrace, logWarning, logWarning, logWarning, nameContextElementBound, nameContextElementUnbound, removeLogListener, reResolveThis, resolveName, resolveName, resolveName, resolveName, sendLogEvent, setAdminServletOutputStreamEncoding, setAdminServletUseServletOutputStream, setLoggingDebug, setLoggingError, setLoggingInfo, setLoggingTrace, setLoggingWarning, setNucleus, setServiceInfo, startService, stopService

Methods inherited from class atg.nucleus.logging.VariableArgumentApplicationLoggingImpl

vlogDebug, vlogDebug, vlogDebug, vlogDebug, vlogDebugTrace, vlogError, vlogError, vlogError, vlogError, vlogInfo, vlogInfo, vlogInfo, vlogInfo, vlogTrace, vlogTrace, vlogTrace, vlogTrace, vlogWarning, vlogWarning, vlogWarning, vlogWarning

Methods inherited from class java.lang.Object

clone, equals, finalize, getClass, hashCode, notify, notifyAll, toString, wait, wait, wait

Field Detail

CLASS_VERSION

public static final java.lang.String CLASS_VERSION

See Also:

Constant Field Values

TICKETINGRESOURCES

protected static final java.lang.String TICKETINGRESOURCES

Resources file

See Also:

Constant Field Values

sTicketingResourceBundle

protected final java.util.ResourceBundle sTicketingResourceBundle

mEnvironmentTools

protected EnvironmentTools mEnvironmentTools

mTicketingManager

protected atg.ticketing.TicketingManager mTicketingManager

mProfileService

protected FrameworkProfileService mProfileService

Constructor Detail

TicketingTools

public TicketingTools()

Method Detail

setEnvironmentTools

public void setEnvironmentTools(EnvironmentTools pEnvironmentTools)

getEnvironmentTools

public EnvironmentTools getEnvironmentTools()

setTicketingManager

public void setTicketingManager(atg.ticketing.TicketingManager pTicketingManager)

getTicketingManager

public atg.ticketing.TicketingManager getTicketingManager()

setProfileService

public void setProfileService(FrameworkProfileService pProfileService)

getProfileService

public FrameworkProfileService getProfileService()

addActivityNote

public boolean addActivityNote(atg.repository.RepositoryItem pTicket,
                               atg.repository.RepositoryItem pActivity,
                               java.lang.String pTicketNote,
                               java.lang.String pApplicationName,
                               atg.repository.RepositoryItem pAgentProfile,
                               boolean pShare,
                               boolean pInbound)
                        throws atg.ticketing.TicketingException,
                               atg.repository.RepositoryException

Either sets the work note properties of the given activity or creates a new callNoteActivity and adds it to the ticket.

Parameters:

pTicket - The ticket to receive the note

pActivity - (optional) If provided, the note is set on the activity.

pTicketNote - The text of the note

pApplicationName - The application name used for the note

pAgentProfile - The agent's profile repository item

pShare - determines the customer visibility of the note.

pInbound - Applies only when pActivity is null. Used as the inbound property value of the new callNoteActivity created for the note.

Returns:

true if the note was successfully added

Throws:

atg.ticketing.TicketingException

atg.repository.RepositoryException

addWorkNote

public atg.repository.RepositoryItem addWorkNote(atg.repository.RepositoryItem pTicket,
                                                 java.lang.String pTicketNote,
                                                 java.lang.String pApplicationName,
                                                 atg.repository.RepositoryItem pAgentProfile,
                                                 boolean pShare)
                                          throws atg.ticketing.TicketingException

Adds a work note to the ticket.

Parameters:

pTicket - The ticket to recieve the note

pTicketNote - The text of the note

pApplicationName - The application name used for the note

pAgentProfile - The agent's profile repository item

pShare - determines the customer visibility of the note.

Returns:

RepositoryItem the work note.

Throws:

atg.ticketing.TicketingException

getNextPushedTicket

public atg.repository.RepositoryItem getNextPushedTicket(java.lang.String pApplicationName,
                                                         atg.repository.RepositoryItem pAgentProfile)

Returns the next ticket from the agent's queue if they are push agent.

Returns:

ticket repository item

workTicket

public void workTicket(atg.repository.RepositoryItem pTicket,
                       java.lang.String pApplicationName,
                       atg.repository.RepositoryItem pAgentProfile)
                throws atg.ticketing.TicketingException

Reopens and either claims or unsuspends a ticket for an agent to "work" on it.

Parameters:

pTicket -

pApplicationName -

pAgentProfile - the agent for which the ticket is being claimed

Throws:

atg.ticketing.TicketingException

defer

public atg.repository.RepositoryItem defer(atg.repository.RepositoryItem pTicket,
                                           atg.repository.RepositoryItem pAgentProfile,
                                           java.lang.String pApplicationName,
                                           java.util.Date pDate,
                                           boolean pRetainOwnership,
                                           java.lang.String pReasonCode)
                                    throws atg.ticketing.TicketingException

Defers a ticket.

Parameters:

pTicket -

pAgentProfile -

pApplicationName -

pDate -

pRetainOwnership -

pReasonCode -

Returns:

the ticket activity created by suspending the ticket

Throws:

atg.ticketing.TicketingException

See Also:

TicketingManager.suspendTicket(String, RepositoryItem, RepositoryItem, String, boolean, Date)

escalate

public atg.repository.RepositoryItem escalate(atg.repository.RepositoryItem pTicket,
                                              atg.repository.RepositoryItem pAgentProfile,
                                              java.lang.String pApplicationName,
                                              java.lang.String pEscalationLevel,
                                              java.lang.String pReasonCode)
                                       throws atg.ticketing.TicketingException

Escalates a ticket to the given level and sends the escalate ticket event.

Parameters:

pTicket -

pAgentProfile -

pApplicationName -

pEscalationLevel -

pReasonCode -

Returns:

the activity item created for the escalate

Throws:

atg.ticketing.TicketingException

close

public atg.repository.RepositoryItem close(atg.repository.RepositoryItem pTicket,
                                           atg.repository.RepositoryItem pAgentProfile,
                                           java.lang.String pApplicationName,
                                           java.lang.String pReasonCode,
                                           java.lang.String pSubStatus)
                                    throws atg.ticketing.TicketingException

Closes a ticket.

In addition to closing the ticket, this method removes any work in progress activity on the ticket and sends the close ticket agent event.

Parameters:

pTicket -

pAgentProfile -

pApplicationName -

pReasonCode -

pSubStatus -

Returns:

the ticket activity created by closing the ticket

Throws:

atg.ticketing.TicketingException

updateRecentTickets

public void updateRecentTickets(java.lang.String ticketId,
                                atg.svc.repository.beans.RecentTicketsType type)

Updates the the recent ticket service with the given ticket

Parameters:

ticketId -

type -

reassign

public atg.repository.RepositoryItem reassign(atg.repository.RepositoryItem pTicket,
                                              atg.repository.RepositoryItem pAgentProfile,
                                              java.lang.String pAssigneeProfileId,
                                              java.lang.String pApplicationName,
                                              java.lang.String pReasonCode)
                                       throws atg.ticketing.TicketingException,
                                              atg.repository.RepositoryException

Assigns the ticket to a different agent.

Parameters:

pTicket -

pAgentProfile -

pAssigneeProfileId -

pApplicationName -

pReasonCode -

Returns:

the ticket activity repository item created by the reassignment.

Throws:

atg.ticketing.TicketingException

atg.repository.RepositoryException

sendToGroup

public atg.repository.RepositoryItem sendToGroup(atg.repository.RepositoryItem pTicket,
                                                 java.lang.String pGroup,
                                                 atg.repository.RepositoryItem pAgentProfile,
                                                 java.lang.String pApplicationName,
                                                 java.lang.String pReasonCode)
                                          throws atg.ticketing.TicketingException,
                                                 atg.repository.RepositoryException

Reassigns the ticket to a specific group (ticket queue)

Parameters:

pTicket -

pGroup -

pAgentProfile -

pApplicationName -

pReasonCode -

Returns:

the ticket activity item generated from the send.

Throws:

atg.ticketing.TicketingException

atg.repository.RepositoryException

getTicketQueues

public java.util.List getTicketQueues()

Creates a list of ticket queues

Returns:

List

getNextHigherEscalationLevelForCurrentTicket

public int getNextHigherEscalationLevelForCurrentTicket()

Returns the next escalation level for the environment's current ticket

Returns:

int

getNextHigherEscalationLevel

public int getNextHigherEscalationLevel(atg.repository.RepositoryItem pTicket)

Returns the next escalation level for the ticket

Returns:

int

release

public atg.repository.RepositoryItem release(atg.repository.RepositoryItem pTicket,
                                             atg.repository.RepositoryItem pAgentProfile,
                                             java.lang.String pApplicationName,
                                             java.lang.String pReasonCode,
                                             boolean pForced)
                                      throws atg.ticketing.TicketingException,
                                             atg.repository.RepositoryException

Releases the current ticket

Parameters:

pTicket -

pAgentProfile -

pApplicationName -

pReasonCode -

pForced -

Returns:

RepositoryItem

Throws:

atg.ticketing.TicketingException

atg.repository.RepositoryException

See Also:

TicketingManager.releaseTicket(String, RepositoryItem, RepositoryItem, String, boolean)

getAllAgents

public java.util.List getAllAgents()

Returns all agents in the repository sorted by login name

Returns:

List of agent repository items